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Terms & Conditions

1% for the Planet  Every online sale helps support the environment through our membership with 1% For The Planet.  *1...

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Placing an Order

Our complimentary bracelet sizing service

We are pleased to provide complimentary bracelet sizing as an exclusive service with your purchase on Citizenwatch.co...

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Can you change my shipping method?

After an order has been submitted, we are unable to change the shipping method selected.  

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I ordered incorrect watch and need to change.

After an order has been submitted, our system does not allow for any modifications. 

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I found a watch advertised for cheaper elsewhere.

We do offer price matching. If you buy a qualifying watch from our direct website, and find the exact same watch for ...

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What is the status of my order?

We try our very best to ship orders (placed before 2pm ET) that do not require bracelet band sizing, on the same day....

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I want to change my payment method.

After an order has been submitted, for the security of our consumers and for the company, we are unable to manually c...

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Order Status & Troubleshooting

How can I update my billing information on my order?

After an order has been submitted, we are unable to update the billing information on an existing order.  This is for...

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There is a UPS shipping delay. Can you help?

If you have tracked your order,  UPS will provide the timeframe with it's shipping progress. UPS delays can sometimes...

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I will be out of town. Can you hold my order?

Once an order has been submitted, we aim to process and ship accordingly. Our system does not allow to hold any order...

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My package was stolen. Can you help?

If UPS says that the package has been delivered, but you can not find it, The first step is to check all around your ...

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Why is my order delayed?

If you have received your UPS tracking email, please track your order for a shipping status.  If there is a transit d...

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Where is my tracking information?

As soon as your order ships, a shipping confirmation email, with UPS tracking details, will be sent to the email prov...

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Returns & Refunds

I want to return my order.

I'm sorry to hear that you wish to return your order.  Our wonderful team is here and ready to help you find a differ...

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Where is my refund?

Once your return has arrived to our facility, please allow up to 10 business days for your refund to be processed.  R...

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What is your return policy?

If you are not completely satisfied with your order, every purchase comes with our 30-day, money-back guarantee so th...

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How can I exchange an order?

Every Citizenwatch.com purchase comes with our 30-day, money-back guarantee so that you can be sure your new Citizen ...

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Size & Fit Guide

I need to change my band size.

As we aim to process and ship orders as quick as possible, we can not guarantee any modifications once the order has ...

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How do I exchange my watch for a smaller bracelet band size?

One of the services we offer includes a one-time sizing of the bracelet band upon receipt of the order.  Our technici...

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What is Virtual Try-On?

To assist you with selecting the Citizen watch that is right for you, we offer Virtual Try-On. Simply click or tap th...

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How do I measure my wrist size?

This is a great question and the size may vary due to your fit and comfort preference. We offer different options to ...

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How do the different materials affect the fit and feel of a CITIZEN watch?

CITIZEN watches vary in material. Please keep in mind that these will impact weight and wear.   Stainless Steel (mos...

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How do I select the right watch for me?

It is important to understand your style and features expected on a watch before selecting the right watch for you.  ...

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General information and availability

How do I reset my password?

If you need to reset your Citizen website login, please select on the forgot password field. You will receive an emai...

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How do I sign up for an SMS code?

When inquiring for an SMS promo code, please use your mobile device. Once on our website, you will receive an alert/p...

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How does the Citizen Battery Collection Program work?

When does it start?April 18, 2022. How long will it last?Promo: ends April 29, 2022Battery collection: We will collec...

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How do I leave a product review?

Please share your thoughts on your new Citizen watch or clock! To rate and review your recent purchase (or gift), sim...

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Is my Citizen Clock an Eco-Drive?

No, none of the Citizen Clocks are Eco-Drive. They all require either a  AA battery or can be charged via a USB charg...

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Why is the watch I want discontinued?

When a watch is discontinued on our website, it is because we are continuously updating our collections to make room ...

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Gift Services

Do you offer engraving?

At this time, we do not offer engraving services. We suggest contacting your local authorized Citizen retailer/jewele...

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Do you offer gift wrapping ?

All of our timepieces are accompanied by a beautifully-constructed watch box with the Citizen logo that makes for a w...

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I forgot to select the gift option.

Every Citizenwatch.com order comes with a gift option that allows you to add a complimentary gift message. During che...

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Payment Options

About Klarna

Review your latest purchases and make payments in the Klarna app or online. Download the Klarna app: https://www.kla...

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What payment methods are accepted on Citizenwatch.com?

We accept credit cards (American Express, Visa, MasterCard, Discover) and Klarna.   Credit Cards For your security, y...

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Klarna Payments

We offer the following payment options with Klarna: 4 interest-free installments Spread the cost of your purchase int...

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How secure is my online purchase?

We understand many customers are concerned about security of their personal information and the privacy of their onli...

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